AT&T Changes Policy to Increase Charges–Offers Nothing in Return

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AT&T: Hello.

AT&T: How may I assist you today ?

Me: Hi. I was wondering why I’m suddenly being charged an equipment fee on my AT&T U-Verse Internet account.

Me: It is a *new* $2.00 charge per month – with tax on top of that.

AT&T: I would like to inform you that its the high speed equipment fee charged in every customer account as per the new price changes.

Me: Can I expect to be upgraded to the latest hardware?

Me: If I buy my own hardware, will AT&T remove this charge from my bill?

Me: Also, how long have I been a U-Verse customer?

AT&T: As you are a valuable customer to us. Please do not worry about the charges. Let me go ahead and adjust the charges for you.

AT&T: Its been almost four years.

AT&T: please bear with me while I adjust the charge in your account.

Me: Sure. :)

Me: I just looked it up and I can buy a used 3800HGV-B router on Amazon for $26. AT&T wishes to charge me $24/per year to rent one. Had this policy been in place for the past 4 years, I could have bought almost four of them. Does that sound like a fair deal for AT&T customers?

AT&T: I really apologize for this.

Me: It’s not your fault. :)

Me: It is Randal Stephenson’s fault. :) I’d like to pass along a message to him that while I thank him for allowing my bill to be adjusted, I think it’s a crummy way to treat customers – especially the ones who don’t know enough to contact the company and refuse the new charges. :)

AT&T: I would like to provide you the number of our customer relation center. So, that they can provide you with the best offers available to lower your bill.The number is 877-999-1083.

AT&T: Their hours of operations are Monday till Friday 8:00 AM till 7:00 PM EST and 8:00 AM till 5:00 PM every Saturday.

Me: Thank you very much. I’m already paying more money than I would for higher speed on RoadRunner – maybe they can do something about that.

Me: So to recap, I only owe $55 on my bill again?

AT&T: Yes, they surely will.

AT&T: You only owe $45.14. As I have adjusted $12.00 for you.

Me: Will that kind of adjustment be automatic going forward or do I have to contact the Customer Relation Center?

AT&T: You need to contact customer relation center. so, that your bill can be lowered for a longer time.

Me: Thank you for your help, AT&T. Goodnight.

AT&T: Thank you for being the best part of AT&T. We appreciate your valuable time & business with continued loyalty.

AT&T: Your feedback will be appreciated after this chat. You will receive the survey once you disconnect the chat.  Please click the RED X button at the right hand side of the chat window.

AT&T: Good night.

3/3/2013 7:00p AT&T U-Verse Billing Chat